Senior Customer Support Specialist
Metadata.io
We are looking for an ambitious individual who is genuinely excited to help customers and is proactively trying to improve the customer experience overall. They will act as a first line of defense for any inbound inquiries and help product & customer success teams with managing, resolving and escalating customer issues. They will be responsible for triaging customer issues and developing an efficient and scalable support process. They are confident at troubleshooting and determined to investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
DESIRED SKILLS AND EXPERIENCES
- 5+years in clients facing roles: customer support, CSM, AE, Sales, Tech Support
- Experience setting up and managing Customer Support workflows and tools
- Experience supporting, testing or using at the expert level very complex data-driven software products
- Outstanding verbal and written communication skills
- Problem solver with strong logical thinking
- Exceptional attention to details and organizational skills
- Nice to have: Experience working with Marketing Automation tools (Eloqua, Pardot, Hubspot, Marketo), Advertising channels (Facebook, Linkedin), Salesforce, Basic MySQL knowledge, PostMan, JIRA
PERSONALITY
- Natural charisma, authenticity, warm and friendly personality
- Extreme ownership and accountability with unstoppable desire to help.
- Drive for service is in your DNA
RESPONSIBILITIES
- Own Customer/Inbound Support & Respond to all inbound inquiries
- Provide onboarding of new customers and help them with integration of their tech stack (ad accounts, salesforce, marketing automation platforms)
- Design and maintain a scalable customer support system for Metadata
- Maintain and add to metadata’s public knowledge base & FAQ
- Collaborate with Product team on product improvements base on customer feedback
WHAT WE OFFER
- Remote position
- Competitive compensation
- Career opportunity in a fast growing company
- Extremely friendly and supportive team
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